EMEA Client Stories

Knowledge Base Innovation Takes Customer Support to New Heights

An airline group took proactive steps to enhance its knowledge base system, ensuring exceptional customer experiences that drive continued loyalty.

Enhanced Knowledge Base Enables Agents to Seamlessly Switch to WFH

We helped a major airline’s loyalty programme avoid a decline in performance by equipping associates with a critical tool when they transitioned to working from home.

Airline Reduces AHT with Quality, Not Speed

With calls handled by more confident and knowledgeable contact centre associates, average handle time was reduced by a full minute.

Airline loyalty member satisfaction takes off

NPS jumps 104% after proactive analysis of why customers call.

Travel Offshore, Beat NPS Goals

A laser focus on training helps an airline support premium loyalty members offshore without compromising its high level of care.

Agile and rapid support clears massive backlog

When a car parking app’s back-office team was overwhelmed by inbound customer cases, TTEC swiftly eliminated the problem with a nimble team of experienced staff and resources.

A delivery company ensures it’s future-ready

TTEC helped a major food service delivery company create an actionable plan for digital transformation and equip advocates with the training and skills to convert more callers into new customers.

Expert back-office support helps recover 40K+ defrauded accounts

TTEC associates tackled an online marketplace’s fraud problem, saving the company €15M

Online travel platform helps more customers faster with 36% jump in productivity

Recalibrated benchmarks and associate training lead to significant drop in AHT

Flipping the Script

Airline reduces AHT with quality, not speed